Shipping policy

We aim to dispatch all orders promptly and ensure a smooth and transparent delivery process.

Dispatch Times

Orders are usually dispatched within 24 hours.
In some cases, dispatch may take up to 48 hours.

We do not dispatch orders on Saturdays, Sundays, Bank Holidays, or Public Holidays.

During busy or promotional periods, dispatch and delivery times may be extended.

Delivery Services

Samples (3ml)

Samples are sent via Royal Mail 48 Tracked.

Estimated delivery time is 2 to 5 working days.
In some cases, delivery may take up to 10 working days.

Please do not contact us until 10 working days have passed from the dispatch date, as we are unable to take action before this time.

Full Size Bottles

All full size orders are dispatched using Royal Mail 48 Tracked.

Delivery target is 2 to 4 working days from dispatch.
Delivery may take longer during busy periods such as Christmas, New Year, and Easter.

If you have not received your order within 5 working days, please contact us.

Tracking Information

Tracking details are sent by email once your order has been dispatched.

Please check your spam or junk folder if you cannot find the email.

A valid email address must be provided at checkout to receive tracking information.

It is the customer’s responsibility to monitor the tracking and delivery status.

Royal Mail Tracked Delivery Policy

Once dispatched, delivery is handled by Royal Mail.

Royal Mail Tracked services provide delivery confirmation through tracking scans, GPS data and in many cases a delivery photo showing where the parcel was left.

If you know you will not be available on the expected delivery day, you must use your tracking link to contact Royal Mail in advance to rearrange delivery, choose a safe place, select a neighbour, or manage delivery options where available.

If the recipient is not available, Royal Mail may attempt delivery again or leave the parcel in a safe place where appropriate.

If delivery cannot be completed, the parcel may be taken to a local Royal Mail delivery office or collection point.

Collecting the parcel from the Royal Mail collection point is entirely the responsibility of the customer.

Safe Place, Neighbour and Delivery Preference Responsibility

If the customer selects delivery options such as safe place, leave with neighbour, concierge, building reception, or any alternative delivery preference through Royal Mail, delivery is deemed successfully completed once Royal Mail confirms delivery via tracking.

We accept no responsibility for parcels that are lost, stolen, or misplaced after delivery has been completed in accordance with the customer’s chosen delivery instructions.

Any issues arising after delivery to a safe place, neighbour, concierge, reception, or third party must be resolved directly between the customer and Royal Mail or the receiving party. No refund or replacement will be issued in these circumstances.

Delivery to Concierge or Building Reception

Where a delivery address includes a concierge, reception desk, building management, porter, or any third party authorised to accept deliveries on behalf of residents, delivery is deemed successfully completed once Royal Mail confirms delivery at the address.

Royal Mail considers delivery confirmation at the address provided at checkout as valid proof of delivery. Once delivery is confirmed, responsibility for the parcel transfers to the recipient.

If a parcel is accepted by a concierge, building reception, or authorised third party and is subsequently lost or misplaced, we accept no responsibility and no refund or replacement will be issued.

Any dispute arising after confirmed delivery must be resolved directly between the customer and the building management or concierge service.

Delivery Date or Address Changes by Customer

If the customer changes the delivery date, delivery instructions, or address via Royal Mail after dispatch, responsibility for successful delivery remains entirely with the customer.

If a parcel is returned to us because the customer was not available at the updated address, changed delivery arrangements, or failed to receive the parcel on the selected delivery date, the following options apply once the parcel is returned to us.

Reshipment
A £3 reshipment fee applies for UK orders.

Refund
If a refund is requested, £10 will be deducted.
This covers Royal Mail return charges, handling, restocking, and administrative costs.

These charges reflect actual costs incurred and are not a penalty.

Uncollected Parcels and Returns to Us

If a parcel is not collected from the Royal Mail collection point, Royal Mail will hold it for a limited period, usually up to 18 days. After this time, the parcel is automatically returned to us.

Once a parcel is returned to us due to non collection, the customer may choose either reshipment or refund as outlined above.

Uncollected Parcels Loss or Damage

If a parcel is not collected from the Royal Mail collection point and is subsequently lost, damaged, or disposed of by Royal Mail before being returned to us, we accept no responsibility and no refund or replacement will be issued.

Responsibility for collecting the parcel lies entirely with the customer once Royal Mail has attempted delivery and made the parcel available for collection.

Refused Deliveries

If a delivery is refused at the delivery address provided by the customer at checkout and returned to us, it will be treated as a non collection return.

Standard reshipment or refund deductions will apply in accordance with this Shipping Policy.

Address Changes

We cannot change delivery addresses once an order has been dispatched.

Customers must ensure all address details are correct at checkout.

Courier Claim Period

If your parcel has not arrived within the stated delivery timeframes, you must contact us within 75 days of your dispatch notification.

After 75 days, we are unable to refund or resend, as this is outside the courier’s claim period.

Shipping Destinations

We ship throughout the UK and to selected EU countries.

International shipping charges cover postage only and do not include customs fees, VAT, or import duties.

These charges are the responsibility of the customer.

Incorrect or Incomplete Address Policy

Customers are responsible for entering the correct delivery address and contact details.

If a parcel is lost due to an incorrect or incomplete address, no refund will be issued.

If a parcel is returned to us due to an incorrect or incomplete address, the customer may choose either reshipment or refund.

Reshipment
A £3 reshipment fee applies for UK orders, including samples.

Refund
A £10 return postage, restocking, and administration fee will be deducted.
For sample orders, a £3 deduction applies.

We accept no responsibility for parcels lost due to incorrect or incomplete address information.

Collection Point and Identity Verification Policy

If you choose a DPD Local Pickup Point, ParcelShop, Post Office collection service, or any similar collection point, you are entirely responsible for collecting your parcel and complying with the carrier's collection requirements.

Similarly, if Royal Mail attempts delivery and is unable to deliver the parcel because you are unavailable at the delivery address, your parcel may be redirected to a local Royal Mail Delivery Office, Post Office, or collection point.

Most collection points require valid photographic identification before releasing a parcel. Identification requirements are determined by the relevant carrier and collection location.

It is entirely the customer's responsibility to provide any identification or other documentation required by the collection point or carrier.

We accept no responsibility for any delays, non-collection, returns, loss, damage, or disposal of a parcel resulting from the customer's failure to provide valid identification or comply with the carrier's collection requirements.

If a parcel is returned to us because the customer failed to provide the required identification or failed to collect the parcel from the collection point, the following options will apply:

Reshipment

If a refund is requested, a £10 deduction will apply.

This deduction covers return postage, transportation costs, restocking, handling, and administrative expenses.

These charges are not a penalty and reflect the actual costs incurred.

No refund or reshipment will be processed until the parcel has been successfully returned to us by the carrier.

If a customer is unable to collect a parcel due to failure to provide the required identification and the parcel is subsequently lost, damaged, destroyed, or otherwise fails to reach us while being returned by the carrier, we accept no responsibility and no refund or replacement will be issued.

The customer is solely responsible for ensuring that the required identification is provided and that the parcel is collected. Any risk of loss, damage, destruction, or other issues arising from failure to collect the parcel due to identification requirements remains entirely with the customer.

The collection of the parcel and compliance with all identity verification requirements remain entirely the customer's responsibility.

If a customer selects a DPD Local Pickup Point, ParcelShop, or similar collection point and fails to collect the parcel within the time period specified by the carrier, resulting in the parcel being returned to us, a £3 reshipment fee will apply if the customer requests the parcel to be sent again.

If the customer requests a refund, a £10 deduction will be made from the refund amount to cover return shipping costs, transportation charges, restocking, handling, and administrative expenses.

If the customer requests reshipment after the parcel has been returned to us, the second shipment can only be sent to a residential or business address provided by the customer. To prevent repeated delivery issues, DPD Local Pickup Points, ParcelShops, Post Offices, and similar collection point services cannot be used for the second shipment.

In addition, if tracking shows that a parcel is available for collection at a DPD Local Pickup Point, ParcelShop, Post Office, or similar collection point, but the customer reports that the parcel is not available for collection, we may resend the parcel following an appropriate investigation.

In such circumstances, no additional shipping charge will be payable by the customer.

However, any replacement shipment can only be sent to a residential or business address provided by the customer. Collection point delivery options cannot be used for a second time.

Service Delays

Delivery times may be affected by Royal Mail delays, strikes, peak periods, or adverse weather conditions.

We cannot guarantee delivery dates under these circumstances.

Once an order has been dispatched, we cannot cancel it or guarantee delivery times.